Cisco Cisco IPCC Web Option User Guide
6-73
ICM WebView Online Help
Agent Reports
agtper04: Agent Peripheral Task Detail Activity Report
agtper04: Agent Peripheral Task Detail Activity Report
Data:
Peripheral
The enterprise name of the peripheral on which the agent is working.
Derived from: Peripheral.EnterpriseName
Derived from: Peripheral.EnterpriseName
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
Derived from: Person.LastName + "," + Person.FirstName
Overview:
Title
The name you give it when you save the report.
Report subject
A table of all agents on the selected peripheral(s) showing
all the tasks handled by each agent during the given
interval, the average length of a task, and the percent of
logged on time spent on a particular task.
The tasks reported include incoming, outgoing, and internal
The tasks reported include incoming, outgoing, and internal
tasks, call back messages, and wrap-up work, gathered in
half-hour increments.
Fields applicable to a voice domain only are prefixed with an
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show agent half-hour activity for all the agents connected
to the selected peripheral(s) during the selected time period.
Applicable
environment
IPCC and/or standard ACD
Template type
Historical table
Default sort order
By media routing domain, peripheral, agent enterprise
name, last name, first name
Drilldowns available
No
Schema database
tables
Agent
Agent_Half_Hour
Agent_Skill_Group_Half_Hour
Person
Peripheral
Media_Routing_Domain
Skill_Group
Skill_Group_Member